Reservations Agent- InterContinental Boston

IHG•Boston, MA

12h•Onsite

About The Position

The InterContinental® Brand has over 70 years of experience in international travel, offering guests the 'InterContinental Life' through personalized service, memorable experiences, and global etiquette. The brand is known for its sophisticated and warm experiences, with each hotel having a distinctive style. InterContinental Boston is a luxury landmark, recognized for its excellent service and accommodations. The hotel is seeking passionate, charming, confident, and internationally-minded individuals to join their team and contribute to making great things happen.

Requirements

Associate degree and one year of experience as a front desk agent, reservations coordinator, or relevant field, or an equivalent combination of education and experience.
Fluent English speaking ability.
Ability to speak and listen, usually while sitting.
Ability to use a keyboard to type in reservation information.
Proper communication skills for interacting with clients, guests, and team members.
Reading and writing abilities to review and process contracts, guest reservations, and daily reports.
Basic mathematical skills.
Computer skills.
Knowledge of Microsoft Office (Outlook, Excel, Word, etc.).

Nice To Haves

Knowledge of Opera PMS is preferred.

Responsibilities

Coordinate reservations and requests for business travel and transient accounts.
Assist with coordinating reservations for small groups.
Monitor general reservations email inbox and office phone, handling related requests and changes.
Monitor and balance daily guest room inventory.
Monitor and balance guest room inventory in Property Management and Reservation Systems, ensuring availability of room types and rates.
Coordinate with Front Office, Reservations, and Sales to maintain inventory systems.
Coordinate all reservations for local negotiated and corporate business travel accounts, including quoting rates, handling BT and Consortia reservations, arranging billing/payment, modifying reservations, upgrading guests, overselling, adding reservation notes, and coordinating with other departments.
Monitor the InterContinental Boston Reservations general email inbox and Reservations Office phone, responding to guest requests and questions promptly and professionally.
Confirm commission payments daily and investigate unpaid commission requests, sending relevant documentation to accounting.
Run daily reports such as Cancellations, No-Shows, Arrivals, and Reservations Made Yesterday.
Review transient reservations for accuracy, updating notes, comments, and alerts, and ensuring proper payment and routing setup.
Maintain positive working relationships with corporate clients, VIPs, frequent guests, and colleagues.
Review and maintain 3rd Party Reservations (Expedia, Booking.com, Hotwire, etc.) for accuracy, ensuring correct guest count, rate, and payment method.
Monitor related 3rd Party extranets/websites for guest questions/comments/feedback, updating reservations and responding accordingly.
Follow up with 3rd Parties regarding payment or billing concerns.
Assist Group Reservations with small groups/events, including preparing for arrivals, group history, billing information, deposits, VIP information, and correspondence.
Process assigned group reservation requests, changes, and cancellations.
Enter and/or modify group blocks in the system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
Create and update group block notes and coordinate with other departments for group reservation information and needs.
Provide and maintain reports and records of assigned groups during and after stay.
Monitor and utilize the Passkey Group Reservation Tool and other relevant tools.
Stay abreast of current rates, rate changes, promotions, facilities, services, and hours of operation.
Attend pre-meeting planning meetings or conferences as needed.
Respond to guest concerns or complaints and communicate outstanding issues to management.
Promote teamwork and quality service through daily communications and coordination with other departments.
Perform other duties as assigned.